Customer Account Manager - Retention and Renewals

📍 Sydney-Based | Hybrid Working 🏆 Australia’s Largest Online Legal & Accounting Platform ✨ Backed by Westpac Bank | AFR Best Places to Work Finalist 2025 💰 OTE $105,000-$120,000+ (base + super + commission) At Lawpath, we believe access to legal, accounting and compliance services should be simple, affordable, and empowering. We are Australia's leading online legal, accounting and compliance platform. Our mission is to make starting and running a business easy. More than 500,000 businesses have already trusted Lawpath with their legal, tax and compliance needs, and we are on track to help one million by 2030. We are looking for individuals who want to level the playing field for small business owners. You'll join a team that combines innovation and empathy to solve real problems every day, from tax and compliance to legal challenges and business growth. And with Lawpath recently named the 2025 Smart50 Innovator Award Winner, you'll be part of a team recognised for pushing boundaries and transforming how small businesses access support. How our values show up in this role 🏆 Own It - You don't wait for a cancellation to land in your queue to start thinking about retention, you own the outcome for your accounts across their whole journey with Lawpath. 📈 Raise the Bar, Together - You hold yourself to a genuinely high standard on every call, and you hold others to that same standard. If something's not good enough, you'll say so, because that's how the whole team gets better. 💜 Care Like It's Yours - You empathise with what a customer's actually going through and take the time to properly understand their situation, and that's exactly how you know the difference between an account worth fighting for and one you should let go of gracefully. ➡️ Push Forward - You're willing to try something before you feel fully ready, make mistakes, learn from them fast, and come back better and quicker next time. Growth here comes from doing. About the role The objective of this role is simple to state and genuinely hard to do well: make fewer clients want to leave, and bring back the ones who already have. You'll be the person a client speaks to when they're thinking about cancelling, and increasingly, the person who reaches out before they ever get that far. You'll dig past the stated reason for a cancellation to find the real driver, whether that's price, a lack of realised value, a rocky onboarding, or a genuine change in the client's business, and tailor your approach based on how the client actually uses Lawpath. You'll know when an account is worth fighting hard for and when it's better to let it go well. And you'll bring what you're hearing back to the Retention Manager and the team as real insight and data, so the patterns you spot actually change how the business responds. What you'll be doing Retention conversations - Proactively contact clients requesting to cancel, diagnose the real reason behind it, and find the right path to keep them, whether that's their existing plan or a better fit. Winback campaigns - Run structured outbound campaigns to bring previously cancelled clients back into the fold. Commercial judgement - Weigh up account value and relationship history to know when to fight for a save and when to let a client go gracefully. Insight and improvement - Capture the real reasons clients cancel, spot patterns worth flagging (like a plan that consistently churns at a certain point), and feed insight and data back to the Retention Manager so the team understands what's actually going on. Who we're looking for This is a heavily phone and video based, relationship-driven role. You'll be comfortable building relationships and trust with customers quickly, genuinely listening and understanding their situation before you try to solve anything. We're not fixed on years of experience, we're looking for mindset. You might already have experience in account management, retention, renewals or a client-facing sales role, or you might be earlier in your career and ready to prove yourself in a role with real ownership. You'll be a good fit if you: Genuinely listen and empathise from the customer's side before trying to solve the problem, and take the time to properly understand the real objection behind why a customer wants to leave Have the confidence to ask for the close, backing yourself to actually retain the customer rather than just presenting options and hoping Can hold a tough conversation with real empathy, even when a client's frustrated or ready to walk Take genuine ownership of your own results, and want to make the whole team's approach to retention better along the way, the kind of person who wants to leave a lasting legacy at Lawpath Think about retention as something that happens across the whole customer relationship, not just at the point of cancellation Are comfortable working towards targets and running structured outbound campaigns, calls and email included Comfortable with CRM and reporting tools to track your own performance Nice to have - Experience with legaltech, fintech, or another SaaS or subscription-based business Familiarity with Salesforce or a similar CRM Experience designing or running winback or re-engagement campaigns Beyond the Base Salary 💰 Equity in Lawpath through our Employee Share Option Plan 💻 Hybrid and flexible working options 🌴 An extra day of Birthday Leave 🚀 Opportunities for career growth 👪 A generous parental leave policy 📚 A learning stipend for ongoing development 🧘 Wellbeing perks including gym discounts, run club and wellness initiatives 💬 A transparent and fun culture with regular celebrations and team events Work With Purpose. Grow With Us. Lawpath celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position. This is a great opportunity to join a fast growing and sociable company in an exciting new industry. Please apply with your CV. You need to have full legal working rights to work in Australia to be considered for this position.